Jr. Customer Service Executive - Telecom Network Operations and Maintenance

Key Objective / Purpose of Job:

    1-2 years of Telecom & large tier 1-2 service provider experience for Core network alarm and fault management and managing VPN customers complains.
•    1st level troubleshooting & resolution of IP network faults in mobility and enterprise network environment.
•    Cross function & vendor coordination
•    First line analysis of incidents / issues and the restoration of the service
•    Tracking and the escalation of events to relevant support services
•    Forwarding calls to the appropriate Field Support Team where required
•    Contacting clients when appropriate to solve any problems when required. 
·    Experience of working on IP/ MPLS Networks, MetroE with Cisco, ASR, Juniper, Alcatel, Huawei products.
·    Network protocols: BGP, OSPF, RIP, EIGRP,IGRP, ISIS, MPLS etc.
·    MS office (Excel and PPT)
·    CRM Tools (Remedy, Info vista, Cacti etc.) 

Behavioral
·    Excellent communication skill
·    Capable to work under pressure and to handle high volume smoothly
·    Provides leadership by projecting a positive attitude, and providing learning incentives
·    Innovative and logical
·    Excellent co-ordination and Inter-personal effectiveness
·    Have systematic approach towards work areas
·    Shift operation would be essential

Essential Qualifications:
·     Engineering Graduate from E&TC, Computer Engineering or IT engineering.

Broad outline of the Role

Is able to apply broad knowledge of one area within Telecom Network Operations and Maintenance or advanced knowledge of specific professional/operational practices. Checks for problems in existing systems and modifies work processes following defined procedures. Operational role responsible for achieving day-to-day objectives. Works under direct supervision No prior work related experience required Education: Graduate in any discipline Experience: 0-2 years experience

Purpose - Broad objective of the role

Operating Network - Key External

Operating Network - Key Internal

Size and Scope of Role - Financial

Size and Scope of Role - No. of direct reports

Size and Scope of Role - Total team size

Size and Scope of Role - Other size parameters

Minimum qualification & experience

Other knowledge/skills

Key Responsibilities

Technical Competencies

Knowledge / Skills